Voltage is seeking an experienced Customer Experience & Field Quality Manager to lead customer complaint resolution, field quality investigations, corrective actions, and customer satisfaction initiatives.
Reporting to the Quality Director, this role serves as the primary quality contact for customers and partners closely with Engineering, Manufacturing, Program Management, Supply Chain, and Sales to resolve quality concerns, improve product reliability, and enhance the overall customer experience.
Key Responsibilities
- Lead and manage customer complaints, quality claims, and escalations from investigation through closure.
- Lead field failure investigations and coordinate root cause analysis with Engineering and Manufacturing.
- Drive corrective and preventive actions using 8D, 5 Whys, Fishbone Analysis, Fault Tree Analysis, and CAPA.
- Establish containment actions and verify the effectiveness of corrective actions.
- Analyze warranty, field failure, service, and customer satisfaction data to identify trends and opportunities.
- Serve as the primary quality contact for customers, providing investigation updates, corrective action plans, and closure documentation.
- Lead customer quality meetings and support customer audits and site visits.
- Lead, coach, and develop Field Quality Engineers and Field Quality Technicians.
- Drive improvements in customer satisfaction, product reliability, warranty costs, defect prevention, and response times.
- Partner cross-functionally to support new product launches, design reviews, and continuous improvement initiatives.
Qualifications
- Bachelor’s degree in Engineering, Quality, Manufacturing, Industrial Engineering, Business Management, or a related field preferred.
- 7+ years of quality experience within a manufacturing environment.
- 3+ years of leadership experience managing customer quality or field quality teams.
- Experience leading customer complaint investigations, field failure analysis, and corrective actions.
- Strong knowledge of Customer Claims Management, Warranty Analysis, CAPA, 8D, and Root Cause Analysis.
- Experience managing Field Quality Engineers and/or Field Quality Technicians.
- Strong customer-facing communication, presentation, leadership, and problem-solving skills.
- Experience supporting OEM customers preferred.
- Experience in automotive, wire harness, cable assembly, electronics, solar, or industrial manufacturing preferred.
- Microsoft Office, Power BI, and quality reporting systems experience preferred.
Work Environment
This position works across office, manufacturing, customer-site, and field environments. Travel up to 25% may be required. Must be able to occasionally lift up to 20 pounds and wear required PPE while on the production floor.
Work Authorization
Applicants must be authorized to work for any employer in the U.S. Voltage does not provide employment visa sponsorship.
Equal Employment Opportunity
Voltage is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.